FAQs
Bloggers & Youtubers
Yes for sure!
Even if we currently are not looking for anyone we will add you to our list and contact you should a vacancy become available.
Please email us using the Contact Us form on this site or email us – contact@londonlovesbeauty.com
Cancellations & Refunds
To modify or cancel an order, please reach out to our Customer Loyalty team at contact@londonlovesbeauty.com for assistance. However, please be aware that as outlined in our Terms and Conditions, we cannot cancel or amend orders that were placed more than 24 hours ago, or orders that are currently being shipped or have already been shipped.
Please allow up to 28 working days for your refund to be processed. As a rule refunds to credit or debit cards can take 3 – 5 working days once issued, this timeframe is out of our control and is at the bank’s discretion.
For other payment methods such as Paypal or Buy Now Pay Later payment methods we would advise you to contact them directly for this information.
Click & Collect
This will depend on the service speed you select at checkout.
Client Services
Our client services team aim to reply to emails within 48 hours of arrival Monday to Friday between 10 am and 5 pm, this may be longer during busy periods so your patience will be appreciated.
Emails received on Friday afternoon would be answered the following Monday/Tuesday as our client service team does not work weekends.
Please note sending multiple emails will only lead to a delay in response times.
Our live chat service operates Monday to Friday 10 am to 5 pm.
Outside of these times a message can be sent that will be replied to asap during the above times.
Miscellaneous FAQ's
If we are affiliated with or an official stockist we will clearly state this. We do not and never will state we are an official stockist for a brand that we are not directly affiliated with.
We choose not to be direct with certain companies due to a variety of reasons, this can include but is not limited to:
- Wanting too much control over either prices or what we are allowed to sell
- Large minimum order quantities
- Rules stating we must purchase less popular products in order to be able to purchase best selling items
- Rules on sales channels we are allowed to sell on.
This does not mean our products are not 100% genuine and we are more than happy to prove this to any authorities that wish to check.
All products on this website are 100% genuine, purchased either straight from the manufacturer/brand owners or via official distributors/stockists, either directly or by way of 3rd party.
We actively report any sellers or companies we find that are selling fake/counterfeit products.
All products sold on this website plus our EU website (londonlovesbeautyeu.com) are brand new and unused.
Please remember you are fully covered by purchasing from us via Trading Standards and Long Distance Selling regulations in the UK plus Mastercard & Visa rules as well as full protection from Apple if using Apple Pay and Paypal Buyer Protection, so shop with confidence, we are here to build a great company you can rely on.
We’ve been honoured to serve many high-profile clients such as major celebrities.
We have also provided products for Hollywood’s largest studios and franchises, such as the latest Jurassic Park and Batman productions and The Little Mermaid live-action version.
TV production-wise, we were very proud to provide beauty products for the Netflix show Afterlife. We are currently providing products for use in the latest season of the huge ITV drama Unforgotten, which is currently shooting as of May 2024.
We have also provided products for such publications as Vogue, The Sunday Times Magazine, and Grazia.
Yes of course please email requests@londonlovesbeauty.com and we shall try our best to make these available for sale.
Look for us expanding greatly the products and brands available on this site over the coming months.
Sorry, for now, we are internet only.
We maintain stock in the UK for some of the items we offer, but not all. Certain products must be stored in our USA warehouse for various reasons, such as specific brands or items requiring personal importation, restrictions from certain brands on stock retention, limited availability of certain products, and short use-by dates. One of our primary objectives is to ensure that you receive the freshest products possible, although this may contribute to an extended processing time for your order.
In the event that a product you ordered is no longer available, we will initially attempt to locate the item. If this proves unsuccessful, we will promptly inform you and provide the option of a full refund or a substitute item, if one is available. It’s important to note that you can cancel your order and receive a refund at any point before shipping.
Feel free to reach out to us at productavailability@londonlovesbeauty.com for any inquiries, and we will gladly assist you.
From time to time we do yes, but due to the current failings of Sterling due to the UK vote to leave the EU we are unable to offer such discounts at this time. Please keep an eye on the site as we will promote when we are able to resume these discounts.
When we issue discount coupons for either a % off your order or a flat £ amount off just enter the code given at checkout and your total payable will reflect this discount. Please note any ineligible items will not have any discount taken off them.
Please check your spam folder before contacting us as we find emails can get caught and placed there. You will need to then save or approve our email address to stop this from happening.
Yes, all items we sell are brand new.
With items such as palettes, we do check for damage once they arrive with us as a lot of the products we sell travel a very long way to be with us. Once the item is sold we will also give it a final check-over before packaging up and shipping it to you to make sure it is in perfect condition.
Products will not of course be used in any way.
If you have received a partial delivery of items ordered please do not worry. The rest of your order will follow and be delivered shortly after. This is due to us having multiple locations where our stock is stored.
You should be notified via email if your order has been shipped out as a partial.
This order status means we are processing your order and it should go to a fulfilled (shipped) status asap.
If you live in the EU all items include all import tax, duties & courier clearance fee charges, unlike if you ordered off a US company which can really mount up when ordering from outside of the EU trade zone.
To return an item to us you will be sending it back to a UK returns address. When sending anything back to the USA you will have to apply to have any import tax & duties refunded back to you which means paperwork, plus any advance clearance fees paid will not be refunded back.
As a company, we feel it is important that our customers are fully protected under EU Trading Law purchasing from us and you have certain rights that you will not have if ordering from USA.
Ordering
Due to security reasons, we are unable to change delivery addresses once orders have been placed. The only way would be to cancel the order if it is not processing or has shipped and then re-place the order with the alternate delivery address.
Sorry, for now, we are internet only.
Yes, we offer this type of payment service from Klarna, Clearpay, Paypal & Laybuy, all available at checkout.
Our shipping rates and times are shown during checkout but can also be found here
Yes, import Tax (VAT) is paid on our website when you checkout and we then pay this to EU Tax authorities at a later date so you do not have to pay this at the time delivery is made to you.
Yes you can.
This issue often arises when there is a delay in processing the payment at the time you place your order. Your order status remains “pending payment” until the transaction is completed, which is common when using Buy Now, Pay Later services like Klarna. Once your payment is confirmed, please email us with your details. We will then manually issue and send your receipt in PDF format if needed.
Typically if a payment fails on our website for whatever reason your credit company could “reserve” the payment on your account. Usually within 3-5 business days this charge will “drop off” and the funds will be back on your account.
We have no control over this and we will not even see your order if it fails.
For further information we advise to contact your card provider or bank.
Yes, you can proceed with the purchase as long as “Federal Express Connect +” appears as an option at checkout, since this shipping service does not have a maximum price limit. All VAT will be charged back to us, so the amount you pay at checkout will be the total cost. There will be no extra charges upon delivery of your order.
Due to us being a very small company our processing time can be between 5 to 7 working days depending on a number of factors such as enhanced health and safety measures, busy periods or circumstances beyond our control.
We thank you in advance for your patience should this be the case.
We take all major credit & Debit cards inc Visa, Mastercard & American Express.
We also take payment via Paypal.
We also have the following Buy Now, Pay Later options:
- Klarna
- Laybuy
- Clearpay
We also take the following Crypto currencies:
- Bitcoin
- Bitcoin Cash
- Dai
- Ethereum
- Litecoin
- USD Coin
We display all our prices in GBP but you can select your own currency using our currency selector if it does not auto-detect your country.
Upon checkout, you can select to be billed in your own currency.
For delivery addresses within the EU all prices include import VAT only.
The value of the products ordered by EU customers must be below €150, this figure does not include shipping or VAT figures it is just the intrinsic value of goods.
Certain brands and or products may ship from the USA directly to you on a personal importation basis, but we guarantee there will be no additional charges such as import VAT to pay should this be the case.
If you live outside of the EU then you could have to pay additional taxes upon delivery of your order. London Loves Beauty will not be liable for paying these additional charges and we would advise consulting with your local Customs to check as to what these charges could be.
Returns
All products returned MUST be still factory sealed and not opened in anyway shape or form unless instructed by us prior to returning.
PLEASE NOTE: No returns or refunds given for liquid products or any product that we cannot tell if it has been opened or used (no seal) this is for customer safety and hygiene reasons (example Liquid Lipsticks with no seal to break to open).
All returns must be within 14 working days (not including weekends or bank holidays) after the day on which the goods were delivered.
If you have cancelled an order and wish to return it unopened then all mailing costs must be paid by you (the customer).
London Loves Beauty will pay only 1st or 2nd class standard postage for UK customers or standard (basic) return postage (none signed for) for International returns should you wish to use your own shipping methods. No return postage shall be refunded for returns other than faulty or incorrect items. We will not cover any other shipping services such as recorded, special delivery, signed for International etc should you wish to send back by these services, these charges are borne by you (the customer).
Should an item arrived faulty or damaged you have 7 working days from the date of delivery to notify us of any issues, you then have a further 7 days to return the faulty/damaged item(s). All faulty/damaged returns must have all packaging including the delivery packaging for inspection by courier and postal service.
IMPORTANT: Please be sure to obtain a proof of posting when sending items back to us, in case of loss. If you do not and the item goes missing on route back to us, no party will be able to file a claim for the loss. Please make sure any insurance coverage is enough to cover the cost of goods being returned.
Once the faulty item has been received by us and checked for errors we shall dispatch a replacement if required. If you do not require a replacement then we will issue a refund for that particular product ONLY.
If receiving goods from couriers please be sure to note any damage to outer packaging and reject the parcel/parcels if appropriate – London Loves Beauty cannot be held responsible for replacement of damaged products which have been signed for and accepted.
IMPORTANT: When accepting packages you must ALWAYS write the words “contents not checked for damage” next to your signature, in the event of damage this will enable a claim to go forward. If you do not sign this way and a problem is later found then we are unable to assist with a claim.
London Loves Beauty also reserves the right to refuse certain return items due to hygiene and health & safety reasons, subject to London Loves Beauty discretion.
Shipping
Yes, during the checkout process, you will be presented with the shipping services and prices available to your chosen delivery destination.
No, we do not offer a next-day delivery service.
No, your package is travelling the way it should as our courier uses Venlo, NL as the place of entry into Europe. From here your order will travel by truck to you so this does take extra time without further scans until it reach your country.
For any orders that are undelivered and are returned to us a fee of £5.00 will be payable, this will be deducted off any refunds issued or will be payable if orders are to be re-posted, this charge is in addition to the shipping fees which will need to be charged again.
All packages are transported to EU destinations via truck with the Netherlands being the country of entry into Europe. There will be no scans between Venlo (Netherlands) and your country as your order will be in a truck heading to your country. Please do not worry this is perfectly normal. The next scan will be a few days later when your order reaches your local sorting office prior to final delivery to you.
This usually happens if your order is over €150, please make sure your order total is below this figure and you should then be able to place your order.
Once your order has been shipped, you will receive a tracking number. You can use this number to monitor the progress of your shipment here
Sorry, we are unable to cancel orders that are in transit.
We also strongly advise you not to refuse your delivery as this will take a very long time to be returned to us as couriers will use the slowest, cheapest method available to them.
CONTACT
Email: clientsupport@londonlovesbeauty.com
London Loves Beauty
Berkeley Suite, 35 Berkeley Square
Mayfair, London
W1J 5BF, UK
Londonlovesbeauty.com is a retailer of genuine luxury makeup and beauty products. Unless otherwise stated Londonlovesbeauty.com has no affiliation and is not an authorised stockist of brands sold on this website. All trademarked names, brands, and products mentioned on this site are the sole property of their respective trademark owners. This site, including its owners, operators, and developers is not affiliated with nor endorsed by any beauty brand or any subsidiaries thereof, in any way.
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